Web Checkin is available 24 to 1 hour before flight departure

If you are denied boarding or if your flight is cancelled or delayed for at least two hours,
ask
at
the check-in counter or boarding gate for the text stating your rights, particularly with regard
to
compensation and assistance.

Frequent Flyer number

Last Name

Departure City

If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.

Passenger Name:

Itinerary:

Reservation code:

Email address:

Your email address is blank. Please update:

Email Address

About Collection and Use of Personal Information

1. Purposes of collection and use of the personal information
- To perform our contractual obligations and enable an appropriate level of service to our customers;
- For Lotusmiles membership's purposes;
- To ascertain a high level of security and safety on our flights;
- Accounting and financial requirement;
- For customer care purposes;
- To communicate with you;
- For direct marketing purposes.

2. Items of personal information that it intends to collect- General:
+ Name, passport number and other identifying information;
+ Your contact details and personal account or registration details;
+ Your payment information;
+ Information about your reservations, bookings and purchases;
+ Your membership of our loyalty programs like Lotusmile;
+ Information we collect when you use our websites, apps and other digital media;
+ Our communication with you;
+ Information in relation to social media.- Sensitive data:
Vietnam Airlines may also, subject to your express consent, collect certain information relating revealing racial or ethnic origin, political opinions, religious or philosophical beliefs which can be considered as ''sensitive personal data" pursuant to Article 9 of the GDPR, the law of Vietnam and under other applicable jurisdiction.- Cookies and similar technologies.

3. Period of time during which it intends to possess and use the personal information
Vietnam Airlines will retain your personal information collected on our internal system in the period of services provision or as long as fulfilling the purposes which it was collected or in so far as such is necessary for compliance with statutory obligations and for solving any disputes or until the information are required to be deleted by you.

Special Meals

Ordering your Special Meal

Alternative meal options are only supplied on demand. Therefore, we would like to inform passengers of the following information before pre-ordering their special meals

Vietnam Airlines is unable to supply special meals on some routes where there is not adequate time to prepare them. Special meals are not available on flights without in-flight dining services. Please contact your booking agent for more details.

Special meals should be pre-ordered and confirmed 24 hours prior to departure. Some special meals such as the Kosher meals are only available on select flights and must be requested 72 hours prior to departure.

If passengers change their route or flight schedule, please make sure that your special meal has been re-ordered and confirmed in accordance with your new itinerary.

(*) Images are for illustrative purpose only

Infants & Children

In-flight Services for Infants & Children

Vietnam Airlines is pleased to provide convenient flights for your children. We care about the safety and comfort of your children. That's why we have outlined travel guidelines to ensure a pleasant trip.

Infants under 2 years of age

Vietnam Airlines offers the below services for the very young passengers.

Baby stroller

When traveling with an infant, passengers may carry a baby stroller with their infant. Passengers should check-in their baby stroller, or they may use it up to the boarding gate. However, some airports may deny carrying strollers inside the boarding areas. Please ask the airport personnel if this is possible at the time of check-in.

Space on board is limited, so checking-in your stroller is strongly encouraged. Strollers, as checked baggage, will be returned as quickly as possible upon arrival.

Bassinet service

Vietnam Airlines offers a bassinet service free of charge. This service is available on board for infants up to 2 years of age if the weight of the infant does not exceed 11 kgs. Requests must be made at least 24 hours before departure. Please note that bassinets are available in limited quantity, and bassinets are available on a first-come, first-serve basis.

Special meals

Baby meals are free of charge. Baby meals must be requested at least 24 hours before departure. Please note that the availability of baby meal service depends on routing and each airport's catering. Please see more details in Special Meals.

Important note:

Newborns under 7 days of age, premature or unhealthy infants being fed in an oxygen tent, are typically not accepted onboard. However, if passengers must travel with a premature infant or an infant undergoing medical issues, medical clearance will be required. Please see MEDA passenger.

Children from 2 to under 12 years of age

Vietnam Airlines accepts child passengers who have reached their second birthday but not 12th birthday on the date of commencement of a flight segment. Children are required to travel with an accompanying parent or guardian.

Travel gadgets that convert into leg rests or in-flight beds for children - Portable In-flight Bed (PIB) may be used on-board as long as our instructions for accepted use are followed. For more details about PIB, please click here.

Special meals

Child meals must be made at least 24 hours before departure. Please note that children's meal service availability depends on routing and each airport catering. See more details in Special Meals.

Infants & Children

Every child must be accompanied by an adult over the age of 18. The child and the accompanying passenger must travel in the same compartment of a flight or the child will be considered as an unaccompanied minor.

The adult must be an able-bodied person and not require any special service (except “special meal”). The accompanying passenger must be willing and capable of taking full responsibility over the infant, and can not be the accompanying person of a disabled passenger at the same time.

Each adult passenger is accepted to travel with the maximum number of infants and children as below:

Infant under 2 years

Children under 6 years

Children from 6 years and over

Note

Each accompanying passenger

01

01

No limitation

Accompanying cabin crew service is required for each infant/child exceeding this limitation.

Each accompanying passenger

02

No limitation

Adults: From 12 years old at the time of traveling on the first flight.

Children: From 2 to 12 years old at the time of traveling on the first flight.

Infants: From 7 days to 2 years old (at the time of traveling on the first flight for itineraries wholly operated by Vietnam Airlines; at the time of traveling on the last flight for itineraries having a flight operated by other airlines).

Any child who has not reached his/her second birthday on the date of commencement of a flight segment may not travel alone under any circumstances.

Unaccompanied Minors

UNACCOMPANIED MINOR SERVICE

Unaccompanied minor service is available for passengers from 2 to 12 years of age traveling alone on Vietnam Airlines’ flights.

Accompany cabin crew service is available for passengers traveling alone. Vietnam Airlines arranges one cabin crew to monitor and assist the minor during flight.

Age

Required service

Optional service

From 2 years of age up to 6 years of age

Unaccompanied minor service
Accompany cabin crew service

From 6 years of age up to 12 years of age

Unaccompanied minor service

Accompany cabin crew service

From 12 years of age up to 18 years of age

Unaccompanied minor service
Accompany cabin crew service

Service request in advance

Unaccompanied minor service must be made at least 24 hours before departure.Unaccompanied minors requiring cabin crew service should be pre-booked at least 3 days before departure of itinerary containing only domestic sectors, and at least 5 days before departure for an itinerary involving international sectors.

Before flight

The service request of unaccompanied minor and accompanying cabin crew can be submitted as follows:

Parents or guardians must provide information such as the minor‘s full name, date of birth, age, gender, routing, flight date, parent or guardian’ name, address, phone number; the name of the person meeting the minor at the destination point, etc.

Parents or guardians must carefully review and prepare adequate documents for concerned regulations of all countries, airports, and airlines involved in the minor’s itinerary.

At departure station

The accompanying adult and the minor must be present at the departure station at least 2 hours before departure. Passengers are required to bring along all documents when on-board any and all flights with unaccompanied minor service requested.

The person accompanying the minor to the airport must show all necessary identification documents to certify the information as written in the “Handling Advice for Unaccompanied Minor”.

The person seeing off the minor at the departure station must complete all procedures for the minor before departure and wait until the plane takes off.

At destination station

The person meeting the minor on arrival must be present at the destination station at least 30 minutes before arrival.

The person meeting the minor at the arrival station must show all necessary identification documents to certify the information as written in the “Handling Advice for Unaccompanied Minor”.

Vietnam Airlines requires a notice 48 hours in advance for the following cases:

Provision of hazardous materials, packaging for wheelchairs, and other assistive devices, if needed,

Transportation of a group of ten or more disabled individuals traveling as a group,

Transportation of an emotional support or psychiatric service dog in the cabin,

Transportation of a service dog in the cabin on a flight segment lasting 8 hours or more,

Accommodation of a passenger who has both severe vision and hearing impairments,

Use of a ventilator, respirator, CPAP machine, or POC,

Use of an incubator,

Hookup of a respirator, ventilator CPAP or POC to the aircraft electrical system or use of a stretcher; 72 hours advance notice is required for receipt of carrier-supplied medical oxygen.

Medical clearance is required only if:

The passenger is traveling in a stretcher or needs medical oxygen during the flight, or

There is reasonable doubt that the passenger is able complete the flight safely without extraordinary medical assistance during the flight.

On flight to/from other destinations

Except for flights to/from the US, the requests for Blind Passenger Service, Deaf Passenger Service, Wheelchair Service, or Service Dog must be made as soon as possible and:

At least 24 hours before the departure of international flights.

At least 8 hours before the departure of Vietnam domestic flights.

- The request for accompanying cabin crew service must be made as soon as possible and:

At least 5 days before departure if your itinerary involves one or more international sectors and

At least 3 days before departure if your itinerary involves only Vietnam domestic sectors.

Where and How to request

After making reservations and finalizing ticketing procedures at our offices or via our online booking services, please advise us of your physical condition in advance for better assistance at the airport and in the cabin. Special service requests can be made as follows:

Traveling with companion and supportive devices

Traveling with an escort

Passengers with physical challenges are highly recommended to travel with an escort. Passengers should let us know in case of traveling alone or traveling with your companion at the time of reservation.

The escort accompanying a passenger with physical challenges must be 18 years of age or older, able- bodied, not accompanied by an infant/a child and not requiring any special services (with exception for special meals).

On flights to/from the US, we may require passengers to travel with a safety assistant if

(1) Traveling in a stretcher or incubator;

(2) Due to mental disability, passengers are unable to comprehend or respond appropriately to safety instructions from carrier personnel;

(3) Passengers with severe mobility impairment cannot physically assist in their own evacuation from the aircraft; or

(4) Passengers with both severe hearing and vision impairment cannot communicate with our personnel and cannot assist in their own evacuation from the aircraft in case of emergency (in case of wishing to travel alone, passengers must provide us with explanation at least 48 hours prior to departure about how safely passengers travel).

In cases (2), (3) and (4), if we determine passengers must travel with a safety assistant, we will not charge for the safety assistant.

Traveling with a service dog

If passengers are traveling with a service dog, emotional support dog or psychiatric service dog, animal as checked baggage procedure must be completed, except on flights to/from the US when the dog is transported in the cabin.

Traveling with supportive devices

Walking aids such as canes and crutches can be carried on-board. These need to be small enough to fit in the priority stowage area (on flights to/from the US) or be stowed under your seat or in the overhead compartment, and must not to protrude into any other seating, floor space, or the main aisle.

Traveling with your wheelchair

The wheelchair that you are using is accepted without fee. Please provide us with the following information upon reservation.

Manual type Wheelchair

Collapsible or not;

Size (height, width and depth);

Weight;

Gas spring type or not (for international flight).

Battery-operated electric type

Types of battery;

Collapsible or not;

Size (height, width and depth);

Weight;

Gas spring type or not (for international flight).

Useful tips for passengers with disabilities

Check-in time

Passengers are advised to come to the airport early with sufficient time to check-in with priority boarding service and have your wheelchairs and/or supportive devices well-packaged and checked.

At least 1 hour prior to departure for domestic routes.

At least 2 hours prior to departure for international routes.

We offer a special check in counter “Special Service Counter” at some airports.

Priority boarding service

Vietnam Airlines offers priority boarding for passengers with physical challenges. Please contact our staff near the gate for this service.

In the Cabin

Passengers are requested to sit upright in a straight-back seat with the seat-belt fastened.

Flight attendants will assist you between your seat to and from the aircraft lavatory.

Flight attendants on international routes can help you write your embarkation form.

Important information

While our cabin crew shall do everything possible to provide assistance to passengers during the flight, please note, however, that we are unable to provide passengers with any assistance for personal care needs such as feeding, elimination functions including assistance in side the lavatory, or other personal care needs. Additionally, cabin crew are trained only in first aid and are not permitted to administer any injection or medication.

Special meals

If you have a meal preference, please request the Special Meal when making the reservation.

Upon Airport Arrival

Vietnam Airlines offers a wheelchair at the arrival airport. Our airport staff or your escort will help to physically carry you down the stairs upon, boarding and deplaning the aircraft.

Pregnant Passengers

Pregnant passengers

Vietnam Airlines will provide pregnant passengers with the best comfort and special assistance. For safety concerns, pregnant passengers are advised to inform our staff about their pregnancy status at reservation.

In general, it is safe to fly during pregnancy. However, Vietnam Airlines advises all pregnant passengers to consult their doctor before planning a trip.

Consult your physician in advance to see if it is safe for you to fly.

Consult with your doctor if there are any symptoms such as bleeding or morning sickness, or any complications including threatened miscarriage, anemia, or toxemia of pregnancy during pregnancy.

Minimize stress as much as possible.

The best time to travel during pregnancy is the stable period between 12 and 28 weeks.

Information for carriage of pregnant passengers on Vietnam Airlines as below:

From 36 weeks; or expected child bearing time of within 07 days before departure; or within 07 days after delivery

Air travel during this period is prohibited due to safety concerns

4

Special case:
Uncertain time of being pregnant or estimated date of delivery;
Previously having twin, or triplet children;
Having complications which can arise when deliverying;
Being pregnant by artificial insemination.

(*) The pregnancy period of the pregnant passenger is calculated until the flight date.

(**) MEDIF II can be replaced by sets of documents, each set containing one copy of a fetus examination book, an ultrasound examination result, etc.. which states by specialized physicians:

Whether it is a single or multiple pregnancy

The estimated week of pregnancy

The expected date of delivery

That pregnant passengers are in good health and the pregnancy is progressing normally, without complications

That pregnant passengers are fit to travel.

If a passenger’s itinerary involves international sector travel, passengers must prepare an additional set of documents in English certified by a notarial office with legal status.

Validity of documents:

Medical certificate dated within 7 days of the initial travel date. The same medical certificate is valid for the next sector(s) provided that there is no complication during the journey and the pregnant passenger fulfills the requirement of traveling within 36 weeks on the day of commencement.

Updated medical certificate within 7 days prior to the commencement date is required if the pregnant passenger experiences any medical complications during travel.

Important note

Pregnant passengers are advised to prepare all tickets, travel documents and medical clearance for their flight(s). All required documents must be valid for the whole itinerary. If passengers choose not to carry a medical certificate, or your medical certificate is out of date, or it does not contain the information required, for your safety, Vietnam Airlines reserves the right to deny boarding.

Some countries place limitations on the entry of non-national pregnant women. It is advisable to check with the local consulate to confirm the country's specific requirements.

Please contact Vietnam Airlines for more details here or order service by filling in the online form.

Extra Seats

Extra Seat for Passenger

Extra seat service is the service offered to oversized passengers requiring 2 adjacent seats on board in the same flight; or the service offered to passengers requiring 2 adjacent seats for added convenience.

Reservation

Request must be made at least 24 hours before departure time.

There is no limitation on the number of extra seats offered on each flight.

Extra seat is required to be booked on the same flight, same date, and the same class of service.

Passenger requiring oxygen services

Subject to availability, oxygen for medical purposes (up to a maximum flow rate of 4L/min) may be available on Vietnam Airlines' flights. In order to determine if in-flight medical oxygen will be available for your flight, please contact our branch office in advance or fill in the online form below at least 72 hours before the scheduled departure time of your flight. Requests for oxygen made within 72 hours before the scheduled departure may not be processed in time.

Passengers requiring oxygen for medical purposes have to complete MEDIF I, MEDIF II, and bring them on their flights.

Your physician should specify the liters-per-minute flow rate required in the forms above.

Escort

Passengers must travel with an escort who is capable of helping the passengers with their medical needs and assisting them to the exit in the event of an emergency evacuation. The escort must have professional medical qualifications.

Charges

Passengers requiring oxygen service will be charged. See details here.

Please contact our branch office directly to obtain specific pricing information for your flight. Please note that this charge shall not include the costs of ambulance, hospitalization, expenses of travelling attendant(s) or other expenses (if any).

At the airport

Passengers are required to be presented at the airport early enough to complete all procedures before flight. Vietnam Airlines recommends passengers arrive at least two hours prior to their scheduled departure time. See more details in check in timing.

Important information

For safety reasons, oxygen cylinders may not be carried by passengers or used on board.

Please contact our reservations office for additional information.

Passenger requiring stretcher service

In order to determine whether a stretcher will be available for your flight and arranged for medical clearance, please contact our branch office or fill-in the online form below at least 72 hours in advance of the scheduled departuretime. Requests for stretchers made within 72 hours before the scheduled departure time may not be processed in time.

Passengers are required to arrive at the airport early enough to complete all pre-flight procedures before their flight. Vietnam Airlines recommends that passengers arrive at least two hours prior to your scheduled departure time. See more details in check-in timing.

Important information

Passengers traveling on a stretcher must bring MEDIF I, MEDIF II on their flight(s).

EXST charge: equals 100% of the applicable adult fare plus surcharges for each additional seat at the time of purchasing.

Accompanied cabin crew service provided on the request

Wheelchair for cabin (WCHC)

Wheelchair for step (WCHS)

Wheelchair for ramp (WCHR)

Free of charge.

The wheelchair of the passenger shall be accepted for carriage free of charge.

The passengers pay the fare like normal passengers.

Accompanied cabin crew service provided on the request

Deaf passenger service (DEAF)

Blind passenger service (BLND)

Free of charge

The passengers pay the fare like normal passengers.

Accompanied cabin crew service provided on the request

Adult traveling with two or more infants

Adult and Infant(s) pay the fare as normal passengers

The accompanying cabin crew charge includes applicable adult fare and surcharges on the same class of service of passenger

Accompanied cabin crew service provided upon the request

Note:

The Special service charge applies to Vietnam Airlines operated flights only. If the required Special service includes more than one segment on Vietnam Airlines operated flights, the Special service charge shall be the sum of all charges of each segment.

On segments operated by other carriers, Vietnam Airlines follows their Special services policy.

For itineraries to/from the US, oxygen for medical use on board is free of charge.

Refund fee is applied if passenger cancels Special Service after reservation and payment

Within 24 hours or after flight departure: 50% of Special service charge including surcharges.

Before 24 hours to flight departure: 10% of Special service charge including surcharges.

Change fee:

Stretch service: If passenger changes after reservation and payment.

+ Within 24 hours or after flight departure: 50% of Special service charge including surcharges.

+ Before 24 hours to flight departure: 10% of Special service charge including surcharge.

Other Special services: Change fee is not applied.

Fees for Special Services on Code-Share Flights

On Vietnam Airlines codeshare flights operated by other airlines the optional services and fees may be provided by Operating carriers with different fees from Vietnam. Please visit the Operating Carriers’website for details.